Ticket Subject Unchangable

+1 to this issue. It makes assigning chat conversations to appropriate teams/agents very difficult and ineffective. 

We got so frustrated by this, we solved it with an app. It uses AI to summarize the ticket, and update the subject line with a ticket summary instead of “conversation with…”

Can be triggered by tag, by hand, or when the conversation closes.

The issue is still very much relevant in 2024! Would appreciate you guys making this happen. 

Hello 1263323158150 ,

I'm crossposting this for visibility, as I have also replied to another post on the same topic (see link).

We would like to request that customers have the ability to create the subject during the chat conversation, with this subject becoming the title of the support ticket. This would ensure the ticket accurately reflects the conversation and avoids using generic subject lines.

Additionally, this feature would save us a lot of manual work, as our agents currently have to create the titles manually.

Is this something you are considering fixing in the near future? Thanks in advance!

This feature is essential. Having numerous tickets with the subject "Conversation with XXX" is not manageable. A better solution would be to generate subjects based on the content of the conversation, similar to how ChatGPT does.

My goal is to use the first message the end user sends in the Messaging Widget as the subject.

I've managed to create a webhook to update the subject of a Messaging ticket automatically, which is pretty straightforward.

What I'm struggling with is getting the first message sent by the end user in the Messaging widget, which doesn't seem possible without a real-time API. 

The Tickets endpoint doesn't pull in the chat messages as comments, and the Event Audits endpoint pulls in the entire conversation as a single comment. Any other thoughts on how to pull in a single message in real time?

Would be great if the client could add their own subject when creating a ticket via a bot

Hi , 

With regards to the initial request from Ria Harris , has there been any progress on this topic?

Thank you

+1

Hi Jen K. -

Unfortunately, I'm no longer with Zendesk (serving now as an external Community Moderator in my spare time), so I don't have insights into internal roadmaps. If something were to change on the product roadmap relative to this, I think the product team will update the thread. 

In the meantime, probably the best easy workaround would be to create a macro that agents can use to consistently update the ticket Subject. It's still some manual work, but there'd be less chance of spelling for formatting errors, at least.